Extended Stay America - Melbourne - Airport

Business response:

Dear Guest,We sincerely apologize for the cleanliness issues you experienced during your stay. A clean and comfortable environment is our top priority, and we regret that the pull-out bed and bathtub condition did not meet those standards. We will address these concerns with our housekeeping team to ensure that improvements are made moving forward. Thank you for bringing this to our attention. We would like the opportunity to serve you better in the future and hope you will consider a return visit.Sincerely,Hotel Management 

Business response:

Dear Guest,We sincerely apologize for the issues your family encountered during your stay. The concerns you raised regarding room conditions, hygiene, and the comfort of the accommodations are deeply troubling and not reflective of the standards we strive to maintain. We’re especially sorry to hear about your sister-in-law’s experience and the state of the linens provided. We take these matters seriously and will address them with our housekeeping team. We also recognize that one staff member handling multiple responsibiliti... read more

Business response:

Dear Guest,We apologize for any inconvenience caused by the timing of our renovations. We understand how frustrating it can be to experience disruptions during your stay, and we regret that the improvements were not completed before your visit. Your feedback is valuable, and we’ll continue to work on enhancing the property to provide a more comfortable experience for future guests. We appreciate your understanding. We hope to have another opportunity to welcome you back and provide you with a more favorable experience. Thank... read more

Business response:

Dear Pat,We appreciate your feedback and understand the frustration of not having your room cleaned during your stay. To ensure cleanliness for every guest, fresh towels are available at the front desk upon request. We're glad our team member was able to assist you with a hair dryer, and we'll continue working to improve the overall experience for our guests. We would like the opportunity to serve you better in the future and hope you will consider a return visit.Sincerely,Hotel Management 

Business response:

Dear Jeremy,We apologize that your stay did not meet expectations. A comfortable and well-maintained environment and responsive service are important, and we regret that these aspects fell short during your visit. We understand that seeing law enforcement at the property may have been concerning. While their presence is sometimes necessary for various reasons, we strive to maintain a peaceful atmosphere for all guests. Your feedback regarding food choices, ice availability, cleanliness, and staff presence is appreciated and ... read more